Customer Success Lead

Job Description

• Build and lead a high-performance Customer Success team by hiring, developing, and coaching CSMs, translating OKRs into clear team and individual goals, fostering continuous learning, and embedding SEEK’s principles in every customer interaction.
• Act as a representative of JobStreet by SEEK with key customers, serving as a trusted advisor on talent acquisition, confidently positioning our value proposition, and role-modelling high-quality customer conversations and presentations.
• Achieve commercial outcomes by aligning Customer Success activities with revenue priorities, guiding CSMs to identify expansion opportunities in partnership with Sales, and proactively managing renewal and churn risk across the portfolio.
• Drive customer outcomes for assigned segments by coaching CSMs as strategic partners to hirers, overseeing engagement plans, and ensuring high-quality delivery of onboarding, training, optimization and adoption programs that improve hiring performance.
• Ensure operational excellence and business discipline by approving and enforcing commercial procedures, maintaining compliance with data privacy and security standards, driving accurate and timely reporting through disciplined tool usage, and leading projects that improve efficiency and customer outcomes.
• Build strategic cross-functional partnerships across Sales, Service, Marketing, RBOX, and APAC Teams, lead escalation management for top customers, and representing Customer Success and the customer voice in country and regional forums.

Key Performance Indicators:

• Customer Success OKR attainment (e.g. SODJP, Revenue Acceleration via Consumption Model).
• Portfolio outcomes: utilization vs budget, renewal and expansion performance, product penetration and competitive share.
• Customer outcomes: NPS, Hirer Engagement, complaint/escalation trends, training and engagement coverage.
• People metrics: team engagement, talent development and succession readiness for CS Lead and Head of Customer Success roles.

Learning and Development Plan:

• Participation in relevant leadership development programs (e.g. Management Essentials) and CS-specific learning as agreed with the Head of Customer Success and Operations Director.
• How to have optimal coaching conversations
• Ongoing peer learning and knowledge-sharing with Customer Success Leads across markets and with regional CS leadership

Qualifications

• Education level: Relevant degree or equivalent experience
• Experience: Minimum 6–8 years total experience in Customer Success, Account Management, or closely related client-facing roles, with at least 3 years in people leadership (team lead or equivalent), preferably in a technology, HR tech or recruitment context.
• Performance track record: Demonstrated history of delivering against revenue, utilization, and customer satisfaction targets while managing a portfolio through CSMs or similar roles.
• Mindset and ways of working: Customer-obsessed and resilient with a positive mindset; thrives in a fast-paced, high-energy environment who can drive results through decisive action
• Talent acquisition domain (preferred): Strong understanding of end-to-end recruitment processes, HR technologies, talent acquisition and candidate sourcing challenges; experience working in or closely with recruitment/HR teams is highly preferred but not mandatory.
• People leadership: Proven ability to coach, mentor and develop team members to mastery of their role, including performance management and succession planning.
• Commercial and analytical capability: Strong commercial acumen and analytical skills, with the ability to interpret data and make clear, data-driven decisions.
• Stakeholder influence: Excellent communication skills, with the ability to influence senior internal and external stakeholders and drive behavioural change at scale.
• Tools: High proficiency with Salesforce and Tableau (or similar BI tools), including reporting and dashboard usage for performance monitoring.

Additional Information

At SEEK, we are passionate about fostering a culture of inclusion and wellbeing that embraces and values the diversity of our people. We are a purpose driven business that works with heart.

We know teams with diverse ideas, experiences and perspectives are more creative and are critical to ensuring effective delivery and innovating to enable our future success. As such, we welcome applications from people with a diverse group of backgrounds and life experiences, especially as they relate to gender, sexual identity, culture, faith, disability and life stages. If you have the skills, curiosity and an adaptable approach but don't meet every responsibility or qualification listed in this advertisement, please still get in touch with us.